Id Job: 3176774
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Work and Health Services Directorate is responsible for delivering innovative, high quality services through a wide network of Jobcentres and Service Centres.
The Department for Work and Pensions (DWP) are looking to fill Customer Service Leader roles within five Districts in the Work and Health Directorate.
These are key roles and we welcome applications from people with strong leadership skills who are energetic and enthusiastic, to deliver exceptional customer service, with quality outcomes for our customers. You will be able to make sound decisions, drive performance, work collaboratively and lead others. Through role modelling positive behaviour and ways of working, you will help DWP continue to be an inclusive place where people can be their best.
SEO Customer Service Leaders are accountable for creating an environment to support the flexible effective personalised delivery of customer services, quality and performance across the site/geographical cluster. They provide senior management, leadership and effective use of resource to ensure performance targets and customer objectives are met.
They will drive people engagement across their site/cluster, setting high standards for people leadership throughout the business, and personally exemplifying “one customer, one business” behaviours.
They provide transformational leadership to the site/cluster and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.
The roles available will be based in the following Districts and sites:
A number of these posts may cover multiple offices and therefore will involve some travel across each District and occasional travel across either West Midlands or North and East Midlands Group.
All roles are office based, front facing positions. Hybrid working will not be considered.
Successful candidates will be posted to a specific role and will have the opportunity to express a preference as part of the selection process, although final decisions may come down to business need, and the skills and development needs of candidates.
Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.
Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.
As well as filling current roles, we will be looking to create a reserve list for future posts.
All prospective applicants should fully consider the candidate pack before applying.
Key Criteria
We'll assess you against these behaviours during the selection process:
Benefits
Things you need to know
How to Apply , Civil Service Careers (civil-service-careers.gov.uk) provides advice and tips on applying for roles in the Civil Service
Stages for applying – See Candidate Pack for fuller details about each stage.
Stage 1 – Complete eligibility section of the application form
Stage 2 - If eligible, you will be invited to complete your application and undergo a written sift using evidence from your Personal Statement of 1250 words. This will be assessed against the Key Criteria within the responsibilities section of the advert.
When completing your Personal Statement, please read and understand the Key Criteria thoroughly. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several Key Criteria. You may not be able to meet all the Key Criteria, but please ensure you provide as much evidence as you can to allow us to assess your skills, knowledge and experience.
Share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the Key Criteria.
In the event of a large number of applications we will initially assess your Personal Statement on the Lead Key Criteria before moving on to the other criteria listed if appropriate.
Stage 3 - The interview process:
This will consist of a face to face interview which will last approximately 40 to 45 minutes. This will be a blended interview assessing a mixture of behaviours and strengths as detailed in Success Profiles.
Blended Interview
You will be asked a mixture of Behaviour and Strength questions. A blended interview aims to be more of a conversation at interview, offering a more inclusive approach. The Behaviour and Strength based questioning explores what the candidate can and has done, but also their potential.
An example of a Behavioural question would be;
Tell me about a time you have set about improving customer service, giving a sense of pace and criticality of success? How did you ensure this activity achieved its objectives whilst keeping costs under control? What tools and techniques did you use?
It may help to use one or more examples of a piece of work you have completed or a situation you have been in and used the WHO or STAR model to explain.
It is difficult to prepare for Strength type questions. While Strength questions are shorter and we do not expect a full STAR response, the panel is interested in your first reaction to the question and information or reasoning to support this.
If you have any questions about applying for this role please contact: nem.grouprecruitment@dwp.gov.uk
Proposed Sift and interview dates:
Sift Period – 28/6/23 to 04/07/2023
Interviews – 18/07/2023 to 20/07/2023
Due to time constraints interviews will only be undertaken on the above dates unless advised otherwise.
Interviews will be conducted face to face. Locations to be confirmed nearer the time.
Reasonable Adjustments:
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via DWPrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Reserve List:
A reserve list may be held for a period of 3 months from which further appointments can be made.
You may be placed on a reserve list if your application is successful but we cannot immediately offer you a post, please note:
If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at this grade.
If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.
If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
Further information:
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone is valued and has a sense of belonging. To find out more about how we do this search:
Equality and diversity - Department for Work and Pensions - GOV.UK (www.gov.uk)
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Security
Successful candidates must pass a disclosure and barring security check.
If successful but not transferring from another Government Department, in order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Candidates from other Government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
New entrants are expected to join on the minimum of the pay band.
Important
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.
This job is broadly open to the following groups:
Apply and further information
Job contact :
Recruitment team
